Richard Snow
Customer Service Professional
808 S. Main Butte,MT
Summary
Administrative leader and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance team engagement and boost performance.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
Work History
COVID-19 Compliance Officer
Stone Diagnostic Labs / King Street Productions
Butte, Montana
08.2022 - 12.2022
- Reported positive and negative response cases according to established protocols and reporting mandates.
- Acquired knowledge and stayed up to date on best practices for slowing spread of COVID-19.
- Designed standardized protocols for personnel to maximize PPE and anti-infection measure efficacy.
- Monitored premise entry points to determine if employees and visitors met compliance standards prior to admittance.
- Handled and stored potentially contaminated nasal, oral and blood samples to prevent compromise.
- Performed nasal swab and rapid antibody testing via blood droplet collection.
Automotive Service Manager
Butte Toyota, Butte Auto Group
Butte, MT
11.2019 - 05.2022
- Provided management oversight and operational control of an automotive service department.
- Defined clear targets and objectives and communicated to other team members with clear goals consistently averaging $200,000 in monthly sales.
- Used positive engagement strategies to promote exceptional customer service and create a positive environment for employees and clients i.e. conversation inclusion in all aspects of work progress.
- Supervised staff of 13 personnel by implementing company policies, protocols, work rules and disciplinary action.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Maintained financial accuracy when handling over $200,000 in revenue each month.
- Adhered to brand standards, and was required to maintain contact with district representatives which included meetings, travel, and training.
Service Advisor/Writer
Butte Toyota
Butte, MT
05.2019 - 11.2019
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Suggested add-on services that would be helpful to customers and improve bottom line consistently averaging $80,000 in sales per month.
- Informed customers of service specials, completion times and service expenses to provide exemplary customer service.
- Developed estimates by costing materials, supplies and labor.
- Escalated incidents to next level to remain compliant with company's standards and procedures.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Maintained high customer satisfaction standards to meet or exceed targets.
Residential Coordinator
A.W.A.R.E. Inc
Butte, MT
07.2018 - 01.2019
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Exceeded goals through effective task prioritization and great work ethic.
- Helped develop monthly schedules and assignments.
- Evaluated suppliers to maintain cost controls and improve operations.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Delivered performance reviews, recommending additional training or advancements, and oversaw staff development through those trainings.
- Responded to injuries, accidents and allegations of abuse and misconduct by following company policies and when appropriate, law enforcement.
- Conducted daily inspections of building for security purposes and identified issues requiring immediate resolution.
- Communicated regularly with guardians of residents, answering questions and addressing concerns.
Service Advisor
Butte GM Buick Auto Center
Butte, MT
11.2014 - 12.2017
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Suggested add-on services that would be helpful to customers and improve bottom line consistently averaging $60,000 in monthly sales.
- Informed customers of service specials, completion times and service expenses to provide exemplary customer service.
- Developed estimates by costing materials, supplies and labor.
- Escalated incidents to next level to remain compliant with company's standards and procedures.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Maintained high customer satisfaction standards to meet or exceed targets.
Fleet Manager / Site Coordinator/ Dispatcher
Directv Home Services
Butte, MT
11.2009 - 11.2014
- Managed a fleet of thirty vehicles.
- Primary contact for all fleet related issues for the Central Montana district
- As a site coordinator was responsible for the general maintenance of the operations site, including ordering of supplies, and payment for facility services as well as clerical duties such as filing of completed work orders
- As Dispatcher, handled a team of 35 technicians providing direction to various locations around Montana, as well as tracking progression throughout the day as work was completed.
Education
B.S - Society And Technology / Communications
Montana Tech of The University of Montana Butte
Butte, MT 09.1997 - 05.2001
Skills
Strategic planning
Staff Management
Negotiation
Good Telephone Etiquette
Multitasking Abilities
Decision-Making
Advanced Computer Operation
Sales and marketing
Written Communication
Timeline
COVID-19 Compliance Officer
Stone Diagnostic Labs / King Street Productions
08.2022 - 12.2022
Automotive Service Manager
Butte Toyota, Butte Auto Group
11.2019 - 05.2022
Service Advisor/Writer
Butte Toyota
05.2019 - 11.2019
Residential Coordinator
A.W.A.R.E. Inc
07.2018 - 01.2019
Service Advisor
Butte GM Buick Auto Center
11.2014 - 12.2017
Fleet Manager / Site Coordinator/ Dispatcher
Directv Home Services
11.2009 - 11.2014
B.S - Society And Technology / Communications
Montana Tech of The University of Montana Butte
09.1997 - 05.2001